---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Install base characteristics

# Install base characteristics {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Your customer service managers can create the characteristics of the install base items, while your administrators can capture and track the characteristics of the install base items by using the Customer Service Management application. These characteristics can provide information about the service requirements and ensure timely maintenance services for the install base item.

## Overview {#attributes-and-configuration-of-install-base-management__section_gs4_skd_cyb}

Install base characteristics enable flows like case management, field service management, planned maintenance, and reactive service requirements to occur on a schedule. Some install base characteristics are configurable and
vary from product to product. The product model characteristics are non-configurable and are directly taken from the product model that is associated with the install base item.

Only users with the sn_customerservice_manager role can create the characteristics for the install base items. Users with the administrator role can activate the Install base characteristics plugin
\[com.snc.install_base_characteristics\] to capture and view all the install base characteristics on the Install base form. To activate the plugin, see [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US).

The Install base characteristics data model represents how the characteristics of an install base item are stored. To learn about the different fields and tables that they're stored in, see [Data model for the Install base item characteristics](https://www.servicenow.com/docs/zxOczkYWs_yILjfPlSWWSA "The data model for the install base item characteristics represents how the characteristics of an install base item are stored in the Customer Service Management application. The data model refers to the characteristic values and options and provides a view of how to store a set of characteristics associated to an install base item.").

## Roles {#attributes-and-configuration-of-install-base-management__section_brh_jld_cyb}

With the admin role, you can track the characteristics to provide the required product information to administrators, agents, business stakeholders, and customers. You can also track the services that are associated to an
install base item at the time of purchase. With this role, you can capture the configurable and non-configurable characteristics to view the configuration specifications for an install base item.

With the sn_customerservice_manager role, you can create a set of configurable characteristics for an install base item on the Customer Service Management (CSM) application so that you can view the details about the install base item and the services that are associated to it. After you create an install base characteristic, the characteristic appears
in the related list on the install base item form. For more information, see [Create the install base characteristics for an install base item](https://www.servicenow.com/docs/bNhEyivlLge7mvNFgWKNUg "Create a set of configurable characteristics for an install base item on the Customer Service Management (CSM) application. You can then view the details about the install base item and the services that are associated to it.").

There are different functional and granular roles to provide varying levels of permissions to users. For information on the different access levels, see [Security roles for the install base characteristics](https://www.servicenow.com/docs/elIIro3wG6d06DoOjLWFeQ "You can assign functional and granular roles to Customer Service Management (CSM) users and administrators so that they can access the different capabilities and features of the install base characteristics.").

## Install Base characteristics {#attributes-and-configuration-of-install-base-management__section_ifp_nmd_cyb}

The install base characteristics are stored in the Install Base Characteristics table \[sn_install_base_item_characteristic\]. However, both the install base and product model characteristics are displayed in the Install base
characteristics and product model related lists on the install base form. You can use the text search option on the Customer Service platform and portals to search for the characteristics on the Install Base characteristics
table.

You can view the install base characteristics on the Customer Service, Consumer Service, and Business Location Service Portal (BLSP).

Under the Support header on the portals home page, you can view the information about the install base characteristics that are associated with the parent install base item. The characteristics that are
associated to the child items are not visible on the portals. For more information about the install base items from the Customer Service Portal, see [View install base information from the Customer Service Portal](https://www.servicenow.com/docs/xuhxG_JMIuSg2eCy7JR~Jg "View a list of install base to track the instances provisioned for your account and which products or services run on them.").